All items will be delivered via Australia Post, If customers would like more information on the location of their items during shipping, it is their responsibility to follow up with Australia Post. Once your order is dispatched, you will receive an email with tracking information if you have any further enquiries feel free to reach us on -

    Once shipped, the tracking process of a package becomes the responsibility of the customer; if any issues arise, it is the responsibility of the customer to contact the carrier. Unfortunately, El Zapato will not take responsibility if the carrier marks the item as delivered.

    Should any problems be encountered, please feel free to email the team at El Zapato and we will do our best to support our customers through any concern.


      Customers are responsible for organising their own acceptance of items based on the delivery options they choose. Any re-delivery of parcels needs to be arranged and paid for by the customer. Please note that payable import taxes and duties are the responsibility of the customer.



      It is your responsibility to provide the correct shipping/delivery address for your order. If the wrong delivery address is provided, we will not refund your purchase or replace the goods.



      We will gladly accept returns from your order within 10 days of your order being shipped to you. After we receive your return, please allow 2-3 for your return to be processed. Once this is processed, we will email you and advise you that your return has been processed and an exchange has occurred or you have been issued a store credit. 

      Please note that El Zapato does not offer refunds for change of mind or if an item does not fit.

      IMPORTANT - we do not accept returns on the following items:
      • Sales items
      • Custom items
      All products must be returned; 
      • Unworn
      • Tags attached (if applicable)
      • In original packaging (calico shoe bag).



      We are always happy to exchange as we always want to see our customers happy in our product.

      If the exchange is required due to incorrect size a self addressed return post bag will be required.

      If you think an item may sell out we recommend you re-purchase the item before returning your order and you will then be offered a store credit. 



      Refunds are not available for purchases of items which have been discounted, this includes items purchased during our end of season sale. EL ZAPATO will provide an exchange where possible or an online credit. Final Sale items are not able to be returned unless faulty.


        All stocked items will be dispatched within 24-48 hours from the date the order was placed.

        Some specialty or pre-order items may take longer to ship; customers will be notified if so. 

        - Please note that all orders are sent on weekdays only. 

        - All orders are sent with signature for delivery required. If you need an order safe dropped, you will need select safe drop via your Aus post tracking portal.



        EL Zapato makes every effort to ensure stock levels are accurate at time of purchase. However, if the item(s) you have ordered is not available, you will be issued a full store credit for the out of stock item.

        If you have any questions about our returns, shipping and policies, please email us x